Abstract: Methods and systems for estimating call urgency of incoming telephone calls in order to improve call queue management and efficiency with respect to telephone support systems are provided. The method includes: receiving a first incoming telephone call from a first person; determining a geographical location from which the first incoming telephone call is originated; retrieving news information that relates to the geographical location; and assessing, based on the news information, an urgency of the first incoming telephone call. The assessed urgency is then usable for assigning a priority to the first incoming telephone call and determining an order of handling the first incoming telephone call with respect to other incoming telephone calls. The news information may indicate that a natural disaster, a weather event, or a crisis caused by human activity has occurred, and that the urgency is relatively high as a result.

Abstract: Methods and systems for estimating call durations while handling incoming telephone calls in order to improve call queue management and efficiency with respect to telephone support systems are provided. The method includes: receiving a first incoming telephone call from a first person; retrieving historical information that relates to the first person; forecasting, based on the historical information, a next customer state that relates to the first person; and estimating, based on the forecasted next customer state, a potential duration of the first incoming call. The estimated call duration is then usable for assigning a priority to the first incoming call and determining an order of handling the first incoming call with respect to each of a plurality of other incoming calls based on the assigned priority.

Abstract: Methods and systems for handling telephone calls relating to recurring customer questions and inquiries so as to decrease a likelihood of additional calls regarding the same issues and thereby improve customer experience while reducing an overall call volume are provided. The method includes: receiving an incoming telephone call from a person; capturing an audio signal that corresponds to a voice of the person; analyzing the audio signal by detecting phonetic intonations applying a digital filter to the intonations; and determining whether an inquiry articulated by the person during the telephone call has been adequately addressed. The method may further include using machine learning to generate an output that indicates an expression of certainty or uncertainty in the voice of the person.

Abstract: Methods and systems for handling telephone calls relating to recurring customer questions and inquiries so as to decrease a likelihood of additional calls regarding the same issues and thereby improve customer experience while reducing an overall call volume are provided. The method includes: receiving an incoming telephone call from a person; capturing an audio signal that corresponds to a voice of the person; analyzing the audio signal by detecting phonetic intonations applying a digital filter to the intonations; and determining whether an inquiry articulated by the person during the telephone call has been adequately addressed. The method may further include using machine learning to generate an output that indicates an expression of certainty or uncertainty in the voice of the person.

Abstract: The present embodiments relate to static timing analysis (STA) of circuits. The STA can be carried out concurrently for multiple-mode-multiple-corners (MMMC) for circuits including combinational loops. The STA includes determining hard breaking points in the loop associated with each single-mode-single-corner (SMSC) view. The STA also includes merging constraints of all SMSC views to generate a merged set of constraints. The STA includes running MMMC STA for the circuit based on the merged set of constraints. The STA also includes determining a soft breaking point for the loop in the MMMC view for timing propagation and settling. The STA maintains consistency of breaking points across SMSC and MMMC views.